e-Jagriti Platform

Why in News?

Recently, e‑Jagriti platform won the Silver Award for Digital Transformation (Government Process Re‑engineering) at the National Awards for e‑Governance.

• E-Jagriti – Electronic Justice and Grievance Redressal Information Technology and Innovations.
• A digital platform to streamline and digitize the consumer dispute redressal process.
• Launched in – January, 2025.
• Nodal Ministry – Ministry of Consumer Affairs, Food and Public Distribution, Government of India
• Implementing Agency – Department of Consumer Affairs (DoCA)
• Type – AI‑enabled, paperless, unified digital platform.
• Aim – To transform consumer grievance redressal by integrating legacy systems, expanding virtual hearings, and ensuring seamless access for consumers in India and abroad.
• Integration – Unified four legacy applications –
  • Online Complaint Management System (OCMS)
  • e‑Daakhil (Digital Admission/Filing Portal)
  • National Consumer Disputes Redressal Commission Case Management System (NCDRC CMS)
  • Computerization and Computer Networking of Consumer Fora in the Country (CONFONET)

Key Features

• Digital Access – Online filing with OTP login, multilingual support, AI chatbot, voice‑to‑text, and accessibility feature for Person with Diasbilities (PwDs).
• Virtual Hearings – Default mode is video hearings; hybrid conferencing at NCDRC and 35 State Commissions.
• Notifications – Automated SMS/email alerts with role‑based dashboards for lawyers and officials.
• Payments – Integrated with Bharat Kosh, PayGov, and SBI ePay.
• NRI Access – Several complaints filed from countries like USA, UK, UAE, Canada, Germany, and Australia and cases were promptly resolved.
• Service Efficiency – Faster disposal rate with daily order uploads, video hearings, and more case disposals.

Reference

PIB | e-Jagriti